Customer Manager

As a Customer Manager, you'll be operating from our Raynesway site in Derby, leading high performing teams of retailer advisors to deliver an outrageously amazing customer experience. You'll build, coach and mentor talented people, spotting future leaders, and continually assessing customer needs, performance and team-to-customer ratios to evolve or create teams as needed. Empowering Team Leaders with autonomy over operations, prioritisation, financial discretion and innovation is central to how we work. You'll also handle escalated customer issues, turning challenges into advocacy. You'll create a culture people love, one that embraces empowerment, learning from mistakes, wellbeing, development and engagement, while collaborating across the business, sharing best practice and contributing to timebound improvement projects.

Leading 50+ retailer advisors, supported by 5 Team Leaders, delivering across calls, emails, complaints and end to end customer journeys with full ownership for SLA compliance.

WHAT YOU'LL BE RESPONSIBLE FOR

In this role, you'll take centre stage in shaping an exceptional customer experience, owning the performance of our customer service operation through both your Team Leaders and the brilliant retailer advisors they guide. You'll bring clarity, energy and purpose to each day, ensuring that every call, email, complaint and end to end journey meets the service levels our customers deserve. You'll orchestrate the daily rhythm of multiple teams, making sure work is prioritised intelligently and that we're always in the right place at the right time. Working closely with Team Leaders, you'll give them the insight, confidence and direction they need to succeed-helping them balance customer facing activity with project work, spotting development opportunities, and holding teams accountable with fairness and conviction.

You'll play a pivotal role in talent development, identifying emerging stars and nurturing them towards specialist or leadership positions. When escalations arise, you'll step in with composure and a customer first mindset, ensuring outcomes that rebuild trust and turn challenges into advocacy. Performance data will be your compass. Each week you'll translate SLA reports and operational insight into meaningful actions, shining a light on risks, celebrating success, and unlocking improvements across processes, team structures and technology. You'll champion best practice, creating tools, sharing new approaches and elevating performance across the wider business. As a key voice within the leadership team, you'll help drive a culture of empowerment, accountability and continuous improvement. You'll anticipate capacity needs, making smart resourcing decisions and stepping in quickly when teams need support to protect SLAs. You'll coordinate Team Leader cover, guide new starters through their early training and contribute your expertise to time bound improvement projects. You'll also act as a trusted partner to retailers, keeping them engaged with monthly performance updates, while playing a major part in driving our R MeX performance to maximise BR MeX reward. Above all, you'll lead with curiosity, humility and a relentless focus on what matters most: making every customer experience outstanding.

HOW WE WORK

Everything we do starts with our customers. They're at the heart of every decision, every conversation and every improvement we make. Whether you're leading a team, shaping a process, or helping solve a complex challenge, you'll feel connected to the impact your work has on real people every single day. We're a team of restless spirits, people who love making a difference and aren't afraid to question how things have always been done. We show up with passion, whether that's supporting our customers through tricky moments or guiding our people to grow into their potential. We believe in empowerment: giving people the autonomy to make decisions, the confidence to innovate and the space to learn from mistakes. Progress matters more to us than perfection. Technology excites us. So does sustainability. So does the idea that we can keep finding better ways to work, serve and support. We're open minded, adaptable and always evolving. Humility is part of our DNA, nobody wins unless we all win. Collaboration is how we turn good ideas into great outcomes.

Customer service can be demanding, and we don't shy away from that. Instead, we face challenges head on, staying resilient even when we're knee deep in complexity. We focus on getting things right the first time, not just because we should, but because we genuinely want to for our customers. And when things don't go to plan? We regroup, rethink and go again with even more clarity. In our world, change is constant. There will always be new tests, new learnings and new opportunities to do better. But with a team like ours, one that's positive, curious and committed change becomes something exciting. Because every improvement we make, big or small, is another step toward creating experiences that make our customers' lives that little bit more awesome.

We operate in an ever‑changing environment with constant testing and learning. Flexibility, pace and a hands on approach are part of everyday life. We're searching for a senior leader who lives and breathes customer obsession, someone who understands that every conversation, every decision, every moment is an opportunity to create a brilliant experience. We're looking for someone who can confidently lead a team through change, someone who brings clarity when things feel uncertain and inspires others to move forward with purpose. You'll create stability in fast shifting environments, keeping people focused, motivated and supported while helping them adapt to new ways of working. Most importantly, you'll bring your team with you on the journey, turning change into an opportunity for growth, improvement and collective success.

You'll be the kind of person who can hold steady in the middle of complexity, keeping teams motivated even when the pace is relentless and the challenges pile up. You're confident in your ability to prioritise, to set direction, and to follow through with purpose and clarity. You'll bring a natural presence, someone who can influence without forcing, who can challenge established thinking while still bringing people with you. When things get tough, you stay composed and pragmatic, thinking on your feet and choosing the path that serves the customer best. You thrive in a space where no two days look the same, where ideas are constantly tested, where learning never stops, and where flexibility isn't just appreciated… it's essential. And above all, you'll fit our culture. You'll be humble, collaborative and passionate about people. You'll care deeply about doing things the right way for your team, for the business and for the customers who rely on us. You'll believe that progress comes from curiosity, that resilience comes from purpose, and that the best results happen when everyone wins together.

We're looking for someone who has already proven they can inspire and lead large, diverse teams, someone who knows how to shape a high performing operation and bring out the very best in the people around them. Experience working in a fast paced, customer oriented environment is essential, as is the confidence to guide and support Team Leaders while keeping a calm hand on the overall operation. You'll bring strong communication and collaboration skills, the kind that make it easy for others to understand your vision and trust your judgement. You'll know how to influence at all levels, helping others see a better way of doing things and giving them the confidence to embrace it. Most importantly, you'll bring energy, commitment and a genuine desire to make our customer experience the best it can be. You'll be someone who leans into challenges, sees solutions where others see problems, and never stops striving to improve what we do because being the best in the industry doesn't happen by accident. It happens because of people like you.

Salary Range: Competitive

Role Type: Secondment

Secondment length: 12 Months

Recruiter: Daniel McCormack

Manager Name: Natasha Haywood

Our people and culture are the heart of our success. That's why we're dedicated to nurturing and growing talent from within, offering our people the chance to expand their skills and explore new career paths. Whether you're aiming for a promotion or considering a lateral move to a different department, we encourage and support your journey. If you're enthusiastic about learning, eager to advance, and ready to make a significant impact, we want you to take the next step in your career with us. Join us in our mission to create a sustainable and supportive future for everyone. Let's make great things happen together, because we do more, because we care.

Please be aware, this role is for a 12 month fixed term contract. It's not just a job; it's a career. We offer benefits that reward great work and award-winning training to help you reach your potential. Plus, you'll contribute to the environment and community too. Here are some of our favourites:

• Competitive salary offering
• 28 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year)
• Annual bonus scheme (of up to £2,225, which is subject to eligibility)
• Family-friendly policies (including a year off fully paid maternity and adoption leave)
• Leading pension scheme - we will double your contribution (up to 15% when you contribute 7.5%)
• Sharesave - the chance to buy Severn Trent plc shares at a discounted rate
• Dedicated training and development with our Academy
• Electric vehicle scheme and retail offers
• Two paid volunteering days per year